Group Bayport
1 month ago
About the Role:
We are seeking a highly skilled and experienced Senior Contact Centre Quality Analyst to join our team in Gurgaon. This role is critical in ensuring the highest standards of quality are maintained within our contact center operations, especially during the US business hours. The ideal candidate will be a Green Belt Six Sigma certified professional with a strong background in data analysis and a minimum of 6 years of experience in quality evaluation and assurance in contact centers. Experience in the US process, particularly within the e-commerce sector, is highly preferred.
Key Responsibilities:
- Conduct in-depth quality evaluations of our contact center operations during the US night shift hours to ensure compliance with both internal standards and external regulatory requirements.
- Utilize your Six Sigma and data analysis expertise to identify areas for process improvement, reduce variability, and eliminate waste within contact center operations.
- Lead monthly business reviews, presenting findings and recommendations to senior man8gement and stakeholders with the aim of enhancing overall quality and customer satisfaction.
- Design and execute quality improvement projects from inception to completion, ensuring they meet their objectives within the allocated timeframes and budgets.
- Collaborate closely with the operations team to implement quality improvement initiatives, providing training and support as needed.
- Keep abreast of the latest trends and best practices in quality management and e-commerce to ensure our contact center remains competitive and Green Belt Six Sigma certification is mandatory.
- Good to have - Worked in the projects using Agile methodology.
- A minimum of 6-7 years of experience in quality evaluations and analysis within a contact center environment.
- Proven expertise in data analysis with the ability to use data to drive decision-making and improvements.
- Previous experience working in a US process environment, with a preference for those with e-commerce experience.
- Exceptional project management skills, with experience running complex projects.
- Excellent communication skills, both written and verbal, with the ability to present complex information clearly and persuasively to a variety of audiences.
- A proactive approach to identifying issues and opportunities, along with the creativity and initiative to develop and implement effective solutions.
- Ability to work independently and as part of a team in a fast-paced and changing environment.
- Willingness to work night shifts to align with US business hours.
What We Offer:
- Competitive salary package and benefits.
- Opportunities for professional growth and advancement within a global organization.
- A dynamic and supportive work environment where innovation and initiative are encouraged.
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